Maitland seeks to hire Account Specialist, Customer Service Operations who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:

Established in 1908, Florida Hospital is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The Maitland Office Plaza houses our highly skilled teams that support our hospital system including Marketing, Patient Financial Services, Revenue Management, the Credit Union and Human Resources. The Trickel Building, a two-story office structure, creates an atmosphere of health and healing, with a healthy-style café and quaint chapel. The main lobby is filled with lush greenery and a light trickle of water, creating a holistic environment.

Work Hours/Shifts:

Mon – Fri / 8a – 5p

Job Summary:

Responsible for handling a high volume of inbound/outbound calls from patients to address inquiries and questions, handle complaints, troubleshoot problems, obtain accurate information and collecting on account receivables to protect the financial standing of Florida Hospital. Interacts in a professional and timely manner with patients, physicians and other department staff to accomplish patient satisfaction. Adheres to Florida Hospital Corporate Compliance Plan and to all rules and regulations of all applicable local, state and federal agencies and accrediting bodies. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

Knowledge, Skills, Education, & Experience Required:

Uses discretion when discussing employee/patient related issues that are confidential in nature and acts accordingly

Is responsive to ever-changing matrix of hospital needs and acts accordingly

Ability to communicate professionally with an acceptable use of English and spelling

One year of collections and/or call center experience (Preferred)

High School diploma or GED (Preferred)

Licensure, Certification, or Registration Required:

N/A

Job Responsibilities:

Demonstrates through behavior Florida Hospital’s Core Values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork as outlined in the organization’s Performance Excellence Program

Responsible for collecting and verifying patient demographic information for the purposes of ensuring timely collection to support the hospital financial goals.

Monitors, reports and performs collections activities for the purposes of collecting large balances owed to Florida Hospital.

Establishes payment arrangements and coordinates flow of Self-Pay accounts in a professional manner; has regard for dignity of all patients and family members.

Communicates with responsible parties, as appropriate, ensures all internal efforts are exhausted prior to referring the account to an external agency.

Maintains or exceeds performance and productivity standards, as it relates to the Predictive Dialer Statistics.

Maintains or exceeds collection standards/goals. Responsible for collecting on past due or delinquent accounts in order to bring current and consistently resolving favorably by collecting what is owed to Florida Hospital.

Maintains or exceeds audit standards on established goals.

Responsible for participating in extensive collections and customer service training to support patient satisfaction targets.

If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Account Specialist, Customer Service Operationsopportunity with Maitland and apply online today.